We are seeking a driven and dynamic hybrid Service Desk Manager to join our client's growing Managed Services team near Albany, NY. This is a key leadership role responsible for ensuring outstanding customer experiences, guiding a team of service desk technicians, and strengthening our IT service delivery operations. The ideal candidate is an energetic leader with a strong technical background, excellent communication skills, and a passion for solving problems. You'll have the opportunity to mentor your team, build strong client relationships, and shape processes that drive service excellence. Responsibilities of the Service Desk Manager will include:
- Serve as the primary point of contact for service-related customer communications, including regular meetings both remotely and in person.
- Lead, coach, and support a team of service desk technicians to foster growth and high performance.
- Conduct training, performance reviews, and mentoring to ensure team development.
- Monitor KPIs and create performance reports for management.
- Troubleshoot and resolve escalated technical issues with efficiency.
- Manage service escalations, ensuring timely resolution and customer satisfaction.
- Recommend process and operational improvements to enhance service quality.
- Develop and maintain clear, detailed technical documentation such as SOPs, knowledge base articles, and troubleshooting guides.
Job Requirements Qualifications of the Service Desk Manager:
- Proven leadership and team management experience.
- Exceptional customer service and communication skills.
- Bachelor's degree in Computer Science, Information Technology, or related discipline.
- 2+ years in a Service Manager or technical support leadership role.
- Strong troubleshooting and analytical abilities.
- Ability to thrive under pressure in a fast-paced environment.
- Familiarity with ConnectWise PSA and/or ConnectWise Automate.
- Knowledge of ITIL or similar IT service management frameworks.
Pay for this position is commensurate with experience and education, ranging roughly from $63,000 - $74,000. To see a full listing of all our open positions, please visit: redShift Recruiting is the region's premier recruiting agency with over 100 years of combined experience in the recruiting field. We specialize in permanent, temporary, and temp-to-hire positions. Our superior service combined with our highly qualified and carefully selected bank of candidates sets us apart.